Customer Care Associate II (USABlueBook) - Waukegan, IL
About The Position
USABlueBook is seeking a Customer Care Associate II to provide customer service by responding to inquiries regarding product selection, services, and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues. This position is primarily remote but requires the ability to be onsite or hybrid as needed, and candidates must be within driving distance of Waukegan. USABlueBook is the recognized source of products and technical support for professional water and wastewater operators, founded by utility operators for utility operators, aiming to remain the industry’s top technical and customer service leader. USABlueBook is a division of HD Supply.
Requirements
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
- HS Diploma or GED, strongly preferred.
- Generally 2 - 5 years of experience in area of responsibility.
- Ability to multitask smoothly and efficiently.
- Previous Customer Service experience.
- Industry product knowledge.
- Passion for customers and delivering top quality customer service.
- Ability to learn both independently and in group settings.
- Ability to work in a fast paced environment
- Basic level knowledge of Microsoft Office tools: Excel, Word and Outlook.
Nice To Haves
- Specialized skills training/certification may be required.
Responsibilities
- Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
- Performs necessary follow-up to ensure customer service expectations are met.
- Builds relationships if assigned a specific customer base.
- Researches and suggests alternative products to customers.
- Provides representation of products, increasing sales wherever appropriate or as requested.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- Resolves customer issues including issuance of credit concessions.
- Utilizes in-depth product knowledge to answer more specialized product calls.
- May be responsible for outbound calls to vendors.
- Selects correct processes from clearly prescribed rules, past practices or instruction.
- Seeks advice and guidance on non-routine or problem areas from supervisor.
- Understands and supports compliance issues if required for assigned customer base.
Benefits
- Medical (with Prescription drug coverage)
- dental
- vision plans
- Health care and Dependent Care FSA (as applicable)
- 401(K) with company match
- Paid Holiday, Vacation, Personal Time, and Wellness Day
- Paid Sick Time
- Life and Accidental Death & Dismemberment Insurance
- Short and Long-term Disability Insurance
- Critical Illness Insurance
- Accident Insurance
- Whole Life insurance
- Commuter Benefits
- Tuition Reimbursement
- Employee Assistance Program
- Adoption and Surrogacy Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
